Job Summary
We are looking for a courteous, confident, and result-oriented Telecaller to handle patient communication, appointment scheduling, follow-up calls, inquiry management, and promotional outreach for the hospital. The Telecaller will act as the first point of contact for patients, ensuring excellent customer service and helping increase patient engagement and satisfaction.
Key Responsibilities:
Patient Communication & Appointment Management
- Attend incoming calls from patients and provide accurate information regarding hospital services.
- Schedule, confirm, reschedule, and cancel appointments for consultants and specialists.
- Coordinate with doctors, departments, and front office staff regarding appointments.
- Handle patient inquiries related to consultations, health packages, vaccination schedules, and hospital facilities.
Follow-up Activities
- Conduct follow-up calls with patients after consultations, procedures, and hospital discharge.
- Remind patients about follow-up visits, vaccination schedules, and diagnostic appointments.
- Maintain records of patient interactions and follow-up status.
Lead Generation & Marketing Support
- Contact prospective patients and referral sources to promote hospital services and healthcare programs.
- Inform patients about health camps, awareness programs, special packages, and promotional activities.
- Generate and maintain patient leads through telephone communication.
- Support marketing and business development initiatives through telecalling activities.
Customer Service
- Address patient concerns and complaints professionally and escalate issues when required.
- Maintain a polite, empathetic, and patient-centric approach during all communications.
- Ensure high levels of patient satisfaction through effective communication.
Data Management & Reporting
- Maintain accurate records of calls, inquiries, appointments, and patient feedback.
- Update patient databases, CRM systems, and daily call reports.
- Submit daily, weekly, and monthly performance reports to management.
Qualifications
- Graduate in any discipline.
- Additional certification in customer service, telecalling, or healthcare administration will be preferred.
Experience
- 1–3 years of experience in telecalling, customer service, hospital marketing, or patient relations.
- Experience in healthcare or hospital industry will be preferred.
Required Skills
- Excellent verbal communication skills in English, Hindi, and Marathi.
- Good interpersonal and customer service skills.
- Ability to handle patients professionally and empathetically.
- Basic computer knowledge (MS Office, email, CRM software).
- Strong follow-up and persuasion skills.
- Ability to work under pressure and achieve assigned targets.
- Good organizational and time-management skills.
Key Performance Indicators (KPIs)
- Number of calls handled per day.
- Appointment conversion rate.
- Patient follow-up completion rate.
- Lead generation and conversion.
- Patient satisfaction and feedback scores.
- Accuracy of records and reporting.
Pay: ₹10,000.00 - ₹20,000.00 per month
Benefits:
Work Location: In person
